ComplaintsforPros On Call, LLC

• Initial Complaint

  08/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8-7-2023 I hired this business to replace a key fob on my truck, they agreed and asked that I give them $150.00 for said key fob and would order it and come to my location and program the fob. 2 weeks went by and they said they could not locate the fob. They said they would refund the $150.00 it has been another 2 weeks and they will no longer communicate with me and of course no refund.

  Business response

  08/29/2023

  We would be happy to refund any deposits made for services that have not been completed.

   

  However, I do not have any record of a customer with the phone number provided *************) which is our primary method of looking up customers.

  We also have not received any communications or refund requests from the e-mail address provided (*************************)

   

  If the client could provide an invoice number, or the phone number they used to book the service, we would be able to identify the charges and refund them if appropriate. 

  Customer response

  08/29/2023

  Complaint: 20536798
  
  I am rejecting this response because: the phone number they are requesting is ************
  
  Regards,
  
  *************

  Business response

  08/30/2023

  We were able to identify the customers ticket with the newly provided information and have successfully refunded the deposit. Receipt attached. 

   

   

• Initial Complaint

  06/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We over paid for the service.

  Business response

  07/05/2023

  We have already provided a refund for the double payment to this customer

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called this locksmith company that clearly advertises that they can cut keys for you if your key is damaged and is broken off the ignition or if it is misplaced. They sent out an agent that took a long time to show up to the site where my cat was parked and the gentleman went ahead and started unlocking my car without informing me that he did not have the equipment needed to cut keys so that I would be able to use my car after he unlocked it for me. He proceeded to hand me over the bill for $80 dollars to which I confusedly asked if he could cut a key for the car since that was really the main purpose of why I specifically called this company and not another one that only unlocked cars. So then the agent explains to me that he didn't have the equipment needed to cut the keys and told me only the other agents had that capability, and instructed me to call the company back and request another guy to come out. I was charged a service fee for having the first gentleman come out in the first place and was told I would have to pay an additional service fee for another agent to come out and that unfortunately he was too busy to come assist me and would take hours to come assist. I was already losing time and needed to get ready for work so I gave up and didn't schedule the second agent to come out. I had to reschedule with a different company the following day and was told that I would've been billed a total of $140 for both the unlocking and cut key, which is a complete difference to the total of $220 that Pros and Call wanted me to pay. I would just like my money back for the unprofessional treatment and basically theft due to false advertising.

  Business response

  06/05/2023

  Hello,

  I am so sorry to hear you had an unsatisfactory experience. We do offer car key replacement services - however we had notated your service needs as a car lockout. Upon checking the initial call recording, it does seem there was a bit of a misunderstanding during your initial call with the dispatcher. 

  I have included the call recording in this response, as well as an excerpt of the transcript below:

   

  *****************************
  Oh.
  Hello.
  
  ***********************
  Hello.
  
  *****************************
  Oh, I can hear you now. I'm so sorry. Can you hear me better?
  
  ***********************
  Yeah, it's much better now yeah, go ahead, what was the concern all about?
  
  *****************************
  Oh! Yes I'm trying to find out the price of having a car unlocked. It's a ******* ******. I lost my car keys and I have to have a key made for it.
  
  ***********************
  Mm-hmm.
  Just need to open it. Right and what's the address for the vehicle that?
  
  
  *****************************
  Yeah, uh-huh.

   

  ----

   

  So as you can see, our dispatcher mis-heard you as needing a car lockout, which he stated back to you to confirm. 

   

  I do apologize for the hassle this misunderstanding caused. Normally, if a situation like this ever occurs, we'd be happy to refund the additional service call so that you wouldn't pay two service calls for having two technicians out. 

  Even though you did not end up using us for your second service, I can still refund that service call in good faith if you'd like. 

   

  Please let me know if that would be satisfactory. Thanks!

  Customer response

  06/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************************

• Initial Complaint

  12/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/1/22, a representative from this company came out to replace & rekey my locks. Invoice#****** Problem #1: After he changed the key on my front door, I noticed the key sticking and not able to turn properly. I told him I wasnt satisfied with it and wanted it to be fixed. He said it was fine and proceeded to show me how it did work even though it got stuck when he was showing me too. We argued about it working which I thought was ridiculous considering it was my house, my door, my key. He finally agreed to change the lock out and then after 2 hours of him trying to replace the lock, he couldnt get it to work... He said it couldnt work because the prongs werent compatible? By that time it was 8pm and I need a front door lock so he put the old one back on, making damage to the inside opening to where the door didnt properly latch. Problem #2:I asked for the lock to be replaced on our shop door which is a basic k*** that locks on the inside. When he replaced it, he used a deadbolt which means I wouldnt be able to close the door without locking it. So he then had to go buy a new one from ********** meaning he had pulled that one out of his car wasnt a professional vehicle. Then after purchasing a new lock, he couldnt get it installed properly. He couldnt get it to latch and then had to put the old lock back on. Come to find that he installed the lock on backwards so the latch wouldnt close properly because it was installed incorrectly. Problem #3: The day after the service, I called to report the issue and they told me a manager would call me same day. Never received a call. We started having issues with the front door lock, as expected. It wouldnt unlock once locked, at all! I called to have someone come out to fix it again but didnt receive a call back. When I called a third time, they said the original tech would have to come out to fix it. I insisted that NOT happen because of my issue with the quality of the work. I asked to speak to manager again. And still no call back as of 12/28/22. Problem#4 The locksmith left the coding numbers on our keys when changing them which means that my keys can be tracked. I worry that the locksmith may use our experience against me and sell our keys. We will end up rekeying our entire house. I ended up hiring a different company to fix the lock and paid extra for them to replace the k*** set because the original was damaged. Im concerned with this company being a scam since the job was done so unprofessionally and the management wont return my calls. Its unheard of to not have a company want to fix an issue to make it right with a customer.

  Business response

  12/30/2022

  I sincerely apologize for your unsatisfactory experience. I understand, given the context, how you may feel unsafe regarding the security of your home, and for that, I am sincerely sorry. 

   

  The technician who went to your residence had just recently moved up from lockouts to doing residential work. As you can imagine, there is some variability when it comes to dealing with various locks and doors, and we ask our technicians to contact the office for assistance if they ever encounter something they are not experienced with. This clearly did not happen here. Again, we apologize for that. Normal procedures dictate that he should have reached out to the office so we could dispatch another technician to assist. 

   

  I do want to note, however, that we did attempt to reach out to you a few times after you initially called back, but did not get an answer (see attached image). 

   

  Nonetheless, i wanted to offer a full refund on this service to compensate for the hassle and additional expenses incurred. I also want to assure you that each and every one of our technicians is licensed and background checked, and we do not store any key information or anything of the sort. 

   

  Thank you

   

  (I would need a name and address to which we could send the refund check)

  Customer response

  01/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Per the companies request, please tell them to refund check to ************************* and mail to ************************************************************************************ 78620. 
  
  Regards,
  
  *************************

  Customer response

  03/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

  Customer response

  01/29/2024

  Complaint: 18653235
  
  I am rejecting this response because:
  

  In their response, they said they would issue a refund and contact me but they havent. Id like to request a refund as they stated they would provide and Id like to know how I will receive the refund. Id prefer check written out to me and mailed to my address

  *************************

  220 ***** Slope Ln.

  **************************

  
  Regards,
  
  *************************

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for a new ignition with a programed key! They turned it on once and left! They never checked there work and they never put back the steering wheel colar. Everything is still in pieces left on the floor of the car! The car still- doesn't start!!!

• Initial Complaint

  02/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The company is selling keys for $525 that fall apart less than 24 hours. They advertise that they will cut a car key for you and they did not cut it properly. Now they will not return my call nor will they reimburse me.

  Business response

  03/29/2022

  Hi Marina,

   

  We're so sorry to hear that you had issues with the key we made for you. We honor a 45 day warranty (which can be extended if you did indeed try to contact us earlier), and would be happy to comeback and address any issues you may be having. 

  If you could email me at ********************************** with your invoice number, and/or phone number you used to book the service, I will be able to pull up your ticket and get a technician back out to you. 

  I also apologize that you were not able to get through to us earlier. Would you be able to tell me which number you were calling in on? This will allow me to look into this so I can ensure no communications from customers get missed in the future. 

   

• Initial Complaint

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 26, 2021, I called Pros on Call and asked for a price to re-key five doors. I was quoted $29 service call and $20 per door. When the locksmith came, he re-keyed the doors and handed me a **** for $469.80. He said he charges $45 per lock and he re-keyed 9 locks. I called Pros on Call and didn't get any help so I posted a review on ****** and Yelp stating what happened. I then got a call from ******, the manager, asking if I would change my reviews if he could get me a partial refund. I told him I would post another review stating how he resolved the issue. He left me a voice mail with what he said was his direct number, but I called several times and left messages without a return call. I also called the office number and left messages asking for a call. When I couldn't reach anyone after a week, I updated my reviews and posted that he was supposed to give me a partial refund but didn't, and could not be reached by phone. The next day, ****** called and agreed to refund half of the $469. He said he would text me a picture of the check the next morning, but he didn't. I never received a refund.I have checked around and what I was charged is way out of line with what others charge. Not only did they charge more than twice what I was quoted on the phone, but he lied about the refund. This issue has not been resolved and I would appreciate any help you can give. If you are unable to mediate the issue, at least I would like for others to know about this scam.Thank you *********************

  Business response

  12/08/2021

  We have communicated with the client and provided a refund of $235. We apologize for the delay in getting the check out, but we hope this resolves the matter

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩